Surface Pro 7 shutting down randomly

Anonymous
2019-12-20T02:39:27+00:00

If the device stays idle for a minute it directly shuts down. I have checked all the sleep and power settings and that's not an issue. I see this was an issue in previous versions too. **Any fix?**There are some answers to this which might have worked for some (marked as answer), but definitely not for everyone. If you face it, I strongly recommend returning it as the stress during this whole process is ridiculous and not worth it.

UPDATE:

After going through returning and rebuying 4 surface pro 7 devices (thanks to Costco). I decided to ditch it. The worst part is that Costco has essentially banned me from buying any laptops from them, even though I repeatedly told them that the devices were having issues.  I just loved the device for its utility and I really wanted it to work out. Microsoft and Costco should beashamed** of this.

The first 3 devices were returned in <1-2 months. The 4th one stayed longest (3 months), not because it was perfect but because of the pandemic. I loved the device in general. I was hoping I would not have problems with the 4th device. I did not have the random shutdowns but I started having

  • sudden blue screens with faulty_hardware error
  • the display would just temporarily turn off even though the machine is working(happened during a zoom call, when they could still see and hear me but my screen was black)
  • The s creen had a 2cm square with distorted pixels (picture), out of the blue while I was working. It went back to normal automatically 
Surface | Surface Pro | Display and screen

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Anonymous
2020-06-30T19:12:55+00:00

Hey Everyone,

A fix is now available for the unexpected device shutdown through Windows Update:

Surface Pro 7 June 2020 update, https://support.microsoft.com/en-us/help/4526363/surface-pro-7-update-history

Surface Laptop 3 with Intel processor June 2020 update, https://support.microsoft.com/en-us/help/4526150/surface-laptop-3-update-history

Thanks,

BryanH [MSFT]

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  1. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2020-10-09T15:02:46+00:00

    DO let us know. It seems obvious that Microsoft thinks they fixed the issue (see
    https://answers.microsoft.com/message/91e838aa-9067-408a-8617-9eb1fdd17def?threadId=070429f1-ad5e-48eb-acaa-6daca59739b0
    ).

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  2. Anonymous
    2020-10-09T14:44:06+00:00

    Like I wrote in my previous post, Microsoft said that the Surface Pro 7 firmware updates from June 2020 would address the issue with random shutdowns, but the issue remained for me long after the updates were installed.

    Now there's a light at the end of the tunnel!

    Out of desperation, I tried option 4 here https://twitter.com/barbbowman/status/1237759529854664704 and it does seem to have made things better. Sadly, I've read elsewhere that option 4 doesn't work for everyone.

    I have limited time outside of work and family, so it's too early for me to claim that it surely resolved my issue, but I'll reply to this post after a week or two of trials.

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  3. Anonymous
    2020-10-08T15:11:37+00:00

    Surface 4 pro is also affected by this, will there be a fix for 4 also?

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  4. Anonymous
    2020-10-07T20:27:37+00:00

    My first surface pro 7, which I bought 6 weeks ago, kept shutting down at random times, despite the Microsoft tech's claim that the problem had been addressed. 5 week ago I bought another surface pro 7 to see if it had the same problem--luckily it did not. I ran the two surface pros in parallel for a week, and eventually gave up on the first and returned it when it completely failed to start up--it just died. They tried to revive it at Best Buy, to no avail, when I returned it.

    My new surface pro 7 is working fine, except that the battery drains quite quickly (2 hours or so) and the auto brightness adjust on the screen had to be disabled to avoid frequent and annoying changes in brightness. 

    My theory is that there are hardware problems with certain surface pro 7 models, perhaps related to defective batteries or the power management system. Watch out for these lemons!  I suggest that you stress test any new surface pro 7--I did so by running constant computations, through day and night,  for two weeks using Mathematica. 

    Good luck!

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